Support Technician, Tier II (T2)

Ideamine Technologies (Acquired by Netrix Global); Wyomissing (Berks County); On-site; USD 50,000 - 70,000; Full time

Job summary

Netrix Global is looking for a Support Technician, Tier II to ensure data center operations in Wyomissing are secure and highly available. This role includes monitoring equipment, responding to support tickets, and collaborating with various teams to deliver excellent customer service while performing key operational tasks.

Benefits

Competitive pay

Flexible work arrangements

Casual work environment

Remote work possible with some travel

Qualifications

• 2+ years experience with ticketing systems such as Footprints, ServiceNow, or ZenDesk.
• Knowledge of A+, Network+, Security+, Linux+ certifications preferred.
• Experience in hardware deployment and troubleshooting along with data center management.

Responsibilities

• Monitor and maintain servers and network equipment; respond to incident tickets.
• Collaborate with software, network, hardware, and security teams.
• Perform incident triage and escalate issues as necessary.

Skills

Troubleshooting

Customer Service

Network Monitoring

Communication

Multitasking

Teamwork

Education

High School Diploma

Higher Education in Computer Science

Tools

Footprints

ServiceNow

ZenDesk

Auvik

LogicMonitor

VMWare

Active Directory

Job description

About The Opportunity

Netrix Global is seeking a Support Technician, Tier II (T2) to participate in daily operations and support activities within the Data Center and for customers. The role involves monitoring customer and Netrix equipment, ensuring data center infrastructure at Wyomissing is secure, operational, and highly available. Responsibilities include initial assessment of alerts, escalation, and supporting operational requests from hosted customers. The Support Technician will also handle support tickets, provide timely responses, escalate issues, and contribute to problem resolution.

This position reports to the Technical Operations Center Team Lead.

Key Responsibilities:

1. Monitor and maintain servers and network equipment, ensuring data flow.
2. Provide IT support for customers and internal systems.
3. Collaborate with software, network, hardware, and security teams.
4. Perform incident triage, notify customers, and escalate issues.
5. Utilize knowledge of AS400/iSeries for backups and procedures.
6. Respond to incident tickets and customer emails, perform tasks, and escalate as needed.
7. Assist with on-site work and manage data retention policies.
8. Troubleshoot alarms, alerts, and notifications from monitoring systems.
9. Follow maintenance procedures including PDU installation, power auditing, and lighting upkeep.
10. Run hardware diagnostics, upgrade components, and replace hardware as needed.
11. Perform server and network equipment racking and decommissions.
12. Install cross-connects, patch, and label cabling per standards.
13. Maintain knowledge of network systems and troubleshooting.
14. Provide hands-on assistance and document processes and deployments.
15. Maintain inventory and manage equipment and device RMAs.
16. Conduct daily facility walkthroughs.
17. Participate in escalation events, act as local point of contact, and communicate status.
18. Deliver excellent customer service and contribute to team projects.
19. Work flexible hours including holidays, weekends, and on-call shifts.
20. Perform operational support tasks as requested.
21. Complete shift checklists and reports.
22. Other duties as assigned, including support for fire, security, power, and HVAC systems.

Qualifications:

• Knowledge or experience with A+, Network+, Security+, Linux+ certifications preferred.
• At least 2 years’ experience with ticketing systems (e.g., Footprints, ServiceNow, ZenDesk).
• Strong troubleshooting skills and customer service experience.
• Experience with RMM and network monitoring tools (e.g., Auvik, LogicMonitor).
• High school diploma required; higher education in Computer Science preferred.
• Knowledge of VMWare, Active Directory, Datto, and iSeries monitoring is a plus.
• Experience with hardware deployment, troubleshooting, and server OS/software is required.
• Understanding of data center management, network topography, and protocols is preferred.
• Knowledge of HVAC and electrical systems in data centers is a plus.
• Strong customer service, communication, multitasking, and teamwork skills.

Position Details:

• Shift: Monday-Friday, 8 AM to 4 PM Eastern.
• Location: On-site at Wyomissing, PA Data Center.

About Us

Netrix Global values ownership, teamwork, making an impact, enjoying the journey, and respect. We aim to provide comprehensive, scalable solutions across various industries, focusing on innovation and client satisfaction. Recognized among top system integrators, we are committed to solving complex business challenges with technology.

What You Can Expect From Us

Competitive pay, benefits, flexible work arrangements, and a casual environment. Remote work is possible with some travel. We are an equal opportunity employer and provide accommodations for persons with disabilities. Contact [e-mail] for accommodations.

Visit www.netrixglobal.com to learn more.